Mallow & Moor Pantry signed No Surprise Fees after customers told the Leeds team that a low shelf price felt misleading when delivery and cold-pack costs appeared only at checkout. The business makes preserves and baking kits in short runs, with orders shipped across the UK. It mapped the full cost of each delivery method and replaced vague wording with a clear total before payment. Customers can still choose faster or insulated shipping, but each option states its price upfront. The pantry also checks that discount codes do not hide a later fee. In a six-week review, messages asking about unexpected charges dropped from 22 to 5, and the rate of abandoned baskets improved by 9 percent. The team says the pledge helped it explain necessary costs without apologizing for them. Managing Director Hannah Price now reviews the checkout page whenever a courier rate changes, and staff use the same plain-language price list at pop-up markets.
